Customer Operations Lead - Hybrid, Growth & Impact

Virgin Australia Group; Brisbane; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flight discounts

Hybrid work style

Wellbeing app

Onsite gym & South Bank office

Job summary

Virgin Australia Group is seeking a hands-on Centre of Excellence Leader within Customer Operations Contact Centres in Brisbane. You will lead onshore specialist teams, coach staff, and drive service quality while supporting premium guests and members across channels.

You’ll partner with offshore teams and Airports to resolve complex cases and continuously enhance customer care. The role emphasizes engagement, performance management, and a culture of Heartbeat in daily practice, with a flexible

Qualifications

• Proven contact centre team leadership with coaching to improve performance and CX.
• Improve engagement and eNPS through visible leadership and recognition.
• Use service/quality data and NPS to identify coaching needs and set expectations.
• Experience with Sabre, Genesys or Salesforce is highly regarded.

Responsibilities

• Own daily team results across service levels, quality and productivity.
• Coach through regular one-to-ones and development plans.
• Embed service culture and Heartbeat program in everyday behaviours.
• Handle complex customer concerns in collaboration with Airports and specialist teams.
• Coordinate with Workforce Planning and offshore partners on priorities and messaging.

Skills

Team leadership

Coaching

Customer experience

Omnichannel experience

Data-driven decisions

Stakeholder collaboration

Education

Certificate IV or Diploma in business or leadership

Tools

Sabre

Genesys

Salesforce

Job description

Virgin Australia Group is seeking a hands-on Centre of Excellence Leader within Customer Operations Contact Centres in Brisbane. You will lead onshore specialist teams, coach staff, and drive service quality while supporting premium guests and members across channels.

You’ll partner with offshore teams and Airports to resolve complex cases and continuously enhance customer care. The role emphasizes engagement, performance management, and a culture of Heartbeat in daily practice, with a flexible